Clientele did not honour a legitimate debit order refund

Background:- on 22 June 2025 we were harassed by roaming agents outside the NewMetro cinema in Canal Walk to take a rewards policy with Clientele. As we were rushed for time before the movie started we signed up. The agent took us to book the tickets but found the movie we wanted to see was not covered by the policy/rewards. We then went ahead and bought tickets with our debit card. We never felt comfortable with the way we were coerced into signing the contract & immediately decided to cancel as soon as possible. Unfortunately I stipulated an early debit order of R160 for 25 June to take place. We called Clientele on 26 June giving all our details and the person promised to ensure cancellation & followed up with a confirmation message. She also checked with us whether we used any of the rewards - we confirmed that we had not & therefore we could receive the refund of the debit order. We called the same Clientele number on 11 & 15 July and both times the refund was promised to take place within a few days. Called again Tuesday 26 August and was bluntly told that the refund of the debit order would not take place as we had used the rewards. I was and am still shocked & annoyed at this as no rewards had been used - would I repeatedly call asking for a refund??? I respectfully requested Clientele to conduct an investigation into this situation as a pensioner I felt exploited and taken advantage of. Perhaps someone did not bother to check if rewards had been used. As all the phone calls are recorded Clientele could check on the content of all the conversations held. I was of the impression that Clientele was an honest company and did not expect any dishonest dealings. After sending further email messages to Clientele their response was the same - no refund as rewards were used. This is a very sad end result - would appreciate if the public out there are forewarned and take heed of what happened to us. Please do not take out and sign up for a rewards policy with Clientele.